Customer Operations Specialist
2 giorni fa
Who we areSibill is the accounting and financial operating system for small and medium businesses (SMBs). Outdated tools and fragmented data waste entrepreneurs a lot of hours each week — we give this time back by integrating invoicing, payments, treasury, and accounting in one modern platform.We’re backed by top international investors such as Keen Venture Partners (Fiscozen), Founders A/S (Pleo), Exor Ventures (Qonto, Alan), Notion Capital, and most recently Creandum, known for supporting Klarna and Spotify at early stages.Thousands of entrepreneurs already trust Sibill.Our goal? Reach millions. This is just the beginning.What we are looking forSibill is hiring a Customer Operations Specialist who will play a critical role in ensuring the smooth day-to-day experience of our customers. This role is central to supporting our users, resolving their issues efficiently, and optimizing internal workflows to ensure top-tier customer operations.This is an operational role with strategic impact: the Customer Operations Specialist will be responsible for ensuring timely, effective support, improving customer satisfaction, and acting as the operational backbone of the Customer team.You will be responsible for:Providing first-line, high-quality support via chat, calls and email;Investigating and resolving customer issues quickly and accurately;Managing incoming tickets, prioritizing and escalating where necessary;Identifying patterns in user requests to suggest product and process improvements;Collaborating closely with Customer Success, Product, and Engineering to streamline support operations;Contributing to the creation and maintenance of internal and external knowledge bases.Your impactFocus: Reactive and process-driven supportMission: Ensure customers receive timely help and smooth issue resolutionCore values: Efficiency, precision, ownership of support processesSkills: Analytical thinking, strong communication, attention to detail, fast troubleshootingKPIs: First Response Time, Resolution Time, Ticket Backlog, CSATJob requirements2–5 years of experience in customer support, operations, or a client-facing role in a SaaS environment;Strong problem-solving attitude and operational mindset;Excellent communication in both Italian and English (written and spoken);Experience using support tools such as Hubspot or similar;Ability to work cross-functionally and manage multiple priorities in a fast-paced environment;Data-driven mindset and process-oriented approach.What we offerCompetitive salary: we have a range between 25-30K € (based on your experience);Flexible work policy, for this position we ask you to be in the office at least once a week;Meal vouchers;Yearly welfare budget.Selection processInterview with Gaia, our HR ManagerInterview with the hiring managerInterview with a Sibill team memberInterview with the CEO of SibillBy applying, you consent to Sibill’s processing of your personal data for recruitment and hiring purposes, in accordance with our Privacy Policy available at:
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